search query: @indexterm SERVICE MANAGEMENT / total: 228
reference: 53 / 228
Author: | Walsh, K. |
Title: | A service conundrum: can outstanding service be too good? |
Journal: | Cornell Hotel and Restaurant Administration Quarterly
2000 : OCT, VOL. 41:5, p. 40-50 |
Index terms: | Hotel and catering industry Hotel management Service management Consumer satisfaction |
Language: | eng |
Abstract: | The author finds out that outstanding service providers use different approaches with customers that do those who offer just average or even good service; above all, meeting guests' expectations seems to be related to recognizing them and then giving them timely or expeditious service. |
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